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Apple

Customer Service Ratings and Comments

Apple is ranked #40 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 71.02 out of a possible 200. This score rates Apple customer service and customer support as Disappointing.

NEGATIVE Comments

45 Negative Comments out of 62 Total Comments is 72.58%.

POSITIVE Comments

17 Positive Comments out of 62 Total Comments is 27.42%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • It is pathetic. I am on my second phone in one week -- have been in the store three times and on the phone three and yet things still don't work. And, you buy the apple care 24 hour access, but they do not provide 24 hour access. Just try calling them -- they will ask a bunch of questions, then when you answer them, they tell you they are closed and hang up on you. Nice -- not only are they unresponsive, but they waste your time first.

    Anonymous 9/2/10 10:59PM

  • In june 3/2010, I place an order for iMac27 with i7 , the system was defective according to Apple Genius so I had to send it back, the second one after over 2wks, was sent to me and had the same issue. I had to sent that back as well, after over 3 wks they send me another one but this one had i5, and no one bother to tell me, or credit me the difference. So I sent back the item and until Aug 13, they did not bother to send me the right computer, they ask me to cancel my order and today is August 30th, no refund yet.
    4 times I have contacted Apple rep, twice they hang-up on me after 35-45 minutes being on hold, and other two the supervisors promised they have fixed the problem......
    Is Steve Job has left the building?

    touradj 8/30/10 9:59AM

  • Customer Service for the apple store is hardly ever reachable, be prepared to handle problems and enquiries you encounter yourself when shopping.

    Bobitybob 8/23/10 1:40AM

  • I've been an Apple owner since 1998. Great products
    but incredibly terrible communicators; ironic for
    someone in the communication business. You would think that their own website would be easily navigable
    (It's not) and their product descriptions would be
    clear and concise (they're not). The MobileMe mail
    is horrendous, no matter the browser. If you're a computer owner, they get rid of you ASAP when it comes to product support and direct you to the maze
    that is the Apple Forums.
    I make no hesitation in saying that Apple has the WORST customer service of any company I've ever
    dealt with and that includes 35 years in business.
    Again, great product (Their Computers), but
    horrendous customer service.

    whonoze 8/13/10 7:34PM

  • My cell phone died two weeks ago. I called Apple IPhone Support. They conducted troubleshooting with me by phone and then determined I needed a new Sim Card. They directed me to my local Apple store at Easton Town Market. I drove to the store (45 minutes one way), entered the store and was confronted by chaos and so much overhead music I had to scream to be heard. There were no signs, no registers or anything to indicate where the customer support desk was. I finally located a sales person and stated that I was here to pick up a new Sim card. He just stared at me. I find another salesman who took my name, number and e-mail address and put it into his IPad. He said I had to wait 30 minutes for a technician. Finally, I girl came out. I told her I was in the store for a Sim Card. Again, nothing but a blank stare. I went to a fourth sales man who finally said that I needed to go to AT&T for the Sim Card. By this time I was livid. No salesman approached me. I had to seek them out and when they did, they were not helpful in anyway shape or form. It had to walk up to four different salesman and scream to be heard over the music to explain that I needed a Sim Card. Finally, a salesman directed me to the nearby Trader Joe's which was next door to an AT&T store HE SAID. I drove to Trader Joe's only to find that there is no AT&T store at the Easton Town Market!!!! This is no way to treat a customer. I finally found an AT&T store in another city. My experience was 1,000 percent different. The customer service rep at AT&T treated customers exactly as they should be treated - he provided customer service with perfection and I didn't have to scream to be heard over the store music. The Apple store management and staff should be fired and replaced by AT&T staff.

    Amy 8/13/10 10:56AM

  • Apple tech support doesn't have a clue.

    jenth 8/11/10 6:04PM

  • Last week I noticed a $50 charge for an iTunes”gift card” on my iTunes account. I had to assume that someone may have hacked into my account so I immediately went online, changed my password, and removed my credit card from the account and “attempted” to contact Apple. Of course, there is no such thing as an iTunes Support phone number so I had to submit my request for a refund via email which I did. Apple promptly replied with a cut and paste reply that instructed me to contact my bank and cancel my credit card. I have replied a number of times to explain this is not, nor ever was an issue with the credit card and even agreed to accept the refund in the form of an iTunes credit to my account and every time they basically tell me to go screw myself even though they admit that they were able to cancel the gift card. So this means that they actually have my $50! I have been an Apple customer for years but this sealed it for me, I cancelled my iPhone account today and bought a Blackberry……in short, Apple actually stole my money, admits they have it, but refuses to return it!

    kroder 8/2/10 9:43AM

  • I have an Apple computer powermac g5 it was purchased in NY in the first quarter of 2006. It did not come with an airport extreme card so I recently purchased one and wanted it to be installed at the Domain Apple store. When I called to inquire about cost Brian (a manager) stated that because the computer was not purchased here that he would not work on it. I called Jim in customer service and he stated that the stores run independently. I thought they were all corporately run not franchised. Jim said that he would contact the store and get back to me. What he returned with was that because the machine is out of warranty as well that they can't work on it and be held responsible. Wow, so all those other times I used Brian to work on a different machine that was OK. Also, if this is truly their policy then they need to post this on their web site as this is very misleading and extremely poor customer service as usual.

    SG 7/30/10 6:18PM

  • I have been trying to talk to a rep for 30 mins and keep getting the same thing "please try again" I have a mac os X and a time capsule and the time capsule doesn't recognize my computer. It is the same one we have been using for 2 years.

    allaboutunow 7/21/10 7:29AM

  • Called regarding an I phone that I ordered... I got call at&t... So I did the lady told me that my ordered was on hold from Apple so she transfer me to apple and the lady was really rude....
    Really disappointed by the way they were not helping on the phone and did not really care.

    lala12 7/15/10 2:00PM

  • Apple customer care has gotten terrible. I've been a mac user for 15 years and iphone for 1 and 1/2. I have been listening to a ringing phone in Atlanta for over 5 minutes and it just shut off. I am trying to make an appointment at the "genius" bars for that they can look at a problem. What gives Steve. You've sold millions more iphones and ipad and are creating millions of old and new angry customers.

    shoelady 7/15/10 6:48AM

  • NO they do not have good tech support, after having my 7 year old autistic daughter called a "retard" by an apple employee and another telling me that they will not repair my 90 day old Macbook because I have special needs children and how do they know I didn't just let them go ape on it, I am very disappointed in Mr Jobs and the lackey he had call me condoning the treatment I received, I too have been a long time Apple user and even though I won't give up OSX over this, I am going to wait a good long time before replacing any of my equipment. So yes Apple makes good machines, but heaven forbid you get a lemon, they will not deal with it, and even condone insulting things said about children with disabilities to cover it up.

    zensekai01 7/14/10 5:10PM

  • I purchased an imac computer to the tune of 1700 dollars because it was supposed to be the best computer out there . I also pushacaced an ipod to go along with it. My mac won't ever turn on!!!!! Oh yea its only 14 month old out of warrenty of course its now going to cost 75 dollars just to diagnoe it. I think I'll go back to my Dell and zune it only cost me 500 dollars every 5 years.

    Sorry I wasted so much money !!!!!!!

    lynn 7/7/10 3:38PM

  • Bought an iphone 3gs not 2 months ago...upgraded software to ios4 as my itunes said, used it for a couple of days and boom!! it crashed, wont restore from itunes!!
    i bought it from Vodafone Egypt, and the guys there tell me to wait for a week until they send it to apple, and they decide whether its my fault or was the device faulty!!!

    i cant reach anyone in apple's headquarters to complain!!
    and i think i would never purchase again anything Apple, so enjoy the $$$$ u took apple guys.

    Tarek Ezz 7/5/10 5:47AM

  • Here's something EVERYONE should remember when dealing with Apple or any other computer company for tech support. You are not dealing with the company, you are dealing with whatever small operation they chose to farm out their tech support to. So when they say thanks for calling apple they really mean "thanks for calling telecomdirect our agents have never handled a mac in their life and are reading from a tech support article to help you."

    Anonymous 6/25/10 3:39PM

  • It takes an eternity to reach someone in support tech been waiting at least 3 hours!!! WTF!!!!????

    msdidi19799 6/25/10 1:47PM

  • I bought a 'loaded' MacPro for Photoshop and video editing work. It was my first Mac and likely will be my last. Within a few months the video card failed and for whatever reason the booting HD became corrupted. I called a local authorized Apple repair station and they wanted $40.00 to diagnose the precise problem because I did not buy the computer from them ( bought it directly from Apple). I asked them if they had the parts in stock for repair and they said no and it would probably take two weeks. At that point I decided to drive 250 miles roundtrip to take it to one of the Apple stores in Las Vegas. BIG MISTAKE.

    The Apple stores are busy with customers buying iPhones, iPods, iTouch and the trendy consumer products. As a professional owning one of their expensive 'professional' products I expected an extra bit of care. Instead, I got arrogance and a take it or leave attitude. To make a long story short after replacing the video card they still could not cure corrupted hard drive situation. The solution they offered was to wipe it clean and reinstall the OS. Then it dawned on me that I could just take it home and use the boot disc and Time Machine backup to get back to square one...which I did.

    Another issue was calibration of my monitors for Photoshop work. I used a calibration device but the settings are automatically restored on bootup. I have to go into Preferences on the Finder pull down and manually do it each time. I called Apple support, which I learned was located in Canada, and the support person emailed me a 'script' to download and run in order for him to diagnose the issue. He was suppose to call me the next day. That was four months ago. He never called. I gave up. I've pretty much determined that for my work I can get higher performance hardware for less money by going back to a PC at some time in the future. I've had good luck with my PCs in the past and my expectation from Apple was met with disappointment. I bought into the myth and, unfortunately, that seems to be all it is.

    CDW 6/21/10 10:16AM

  • I bought my iMac earlier this year, it was my first Apple product, and probably the last. After using it for a day, the problem started, dropped of wifi signal while other devices have full signal, and constantly hang, which later I found out it is call kernel panic.

    I phone apple care, the guy blame me for installing 3rd party software and told me to reinstall, reset memory, tried every troubleshooting steps that were available at that time, I was finally frustrated at my attempt to reinstall the system for the 14th times.

    I was very unhappy, the guy advised me to send it to their repair center which I did so, when the iMac finally return, the same problem happened again, and I call apple care, again. The guy said there was no repair history recorded in their system, and asked me to send it to the repair center again.

    WT* is the word to describe my frustration, I didn't send it to repair center, instead I searched in the forum and found an article about iMac's wifi connectivity issue, the kernel panic happened because the airport couldn't detect the wifi, I tried using lan cable, or move my iMac next to the router and used it for a week, the kernel panic didn't happen at all.

    Why apple never admit it was their hardware problem, their casing is blocking the wlan receiver from receiving wifi signal? Same distance, but other devices can receive full signal, this is clearly apple's product problems.

    Kris 6/16/10 10:40PM

  • My iTunes account got hacked for over 200 dollars. As soon as I got the reciepts for the products i didn't purchase- as they were iphone apps and i have a Blackberry (thank god!). I was informed that there was no one I could speak to and I had to write an email and I would get a response within 24 hours. My card gets hacked and I have to wait 24 hours!?

    I cancelled the card and disputed the charges ASAP and was emailed by an Apple rep saying that i should change my password. Awesome idea. After several back and forths I wrote that i was extremely disappointed in their service and security and i would not be resuming my account or purchasing future Apple products.

    She responded by giving me 5 SONG CREDITS and telling me I didn't have to rush to reactivate my account. Why thank you!!

    When I once again responded with I wouldn't use it again due to the lack of security she responded by SENDING ME THE PRIVACY POLICY and telling me the steps they take to prevent hacking. EXCEPT YOU FAILED. Why remind me of what you didn't do?

    Absolutely abhorent company to deal with. Also 3 words were spelled incorrectly - like try proof reading customer service emails.

    (I'm aware my grammer may not be perfect but it's a product of rage and frusteration!)

    Bels 5/25/10 10:07AM

  • The horrible service and lack of resolution that I received from Apple is deplorable. I would have thought that Apple would do right when it is clear that the Apple team did wrong. Especially with all the profit Apple, Inc makes from customers who believe in their products and services. After being mistreated at the store level and the corporate level, I have gone on to undercover too many customer complaints to note here. Perhaps it takes the voice of many to shake the Apple core? I am willing to go there and the media to stop big corporations from mistreating the customers who feed it but why does it have to come to this?

    To date, I went through 4 employees, 11 phone calls, several emails, filing a complaint with the Better Business Bureau before someone at Apple got back to me. The final response is that Apple, Inc will take no responsibility for the mistreatment or take action to resolve the situation. How much energy and time does someone have to expend to for a company to do right by its customers? Does this reflect your personal business practices?

    Here is my story for context. Apple, Inc removed my hard drive with out my consent. My computer was sent in for a default hinge that cracked. The computer was returned with the hatch fixed and the hard drive removed and replaced. There was no call or warning that the hard drive would be replaced even though the paperwork I signed says that I would be contacted if additional services were needed. The problem Apple noted as the reason for the hard drive replacement was noted as Read/Write issues which would indicate that my computer was not working before I brought it in. My computer was working fine! Apple, Inc did search for my hard drive and found it. They sent it to the Apple Store in Sacramento. The Apple store tried to retrieve the data but could not. They said that Apple Corp had already started to erase the data. They gave me the hard drive and told me to go to a data recovery program to try to retrieve data. The cost would be my responsibility. The manager and employee at the store refused to help. They gave me the phone number to the corporate office. I went through 4 employees, 11 phone calls and four emails before someone got back to me. The final response is that Apple, Inc will not help to retrieve my data. I am beginning to believe the hard drive Apple sent me is not mine. What other reason could there be that they would not try to retrieve the data at the corporate level?

    Kristen 5/21/10 6:55AM

  • The worst customer service ever. First i was placed on hold for 25 minutes. Then I got a girl that could not do anything but repeat the same phrase "I'm sorry, our computers were not updated but you are free to cancel your order." Then I got another guy, who decides to be condecending, but when i asked to speak to a supervisor, he told me he did nothing wrong and hung up on me. HORRIBLE HORRIBLE SERVICE. I was never a apple fan, but this has made me a true PC for life.

    LilLinda 5/17/10 9:04AM

  • When the power supply of my Time Capsule failed, the replacement has been very smooth and impress with the service. My evaluation covers only my second service call.

    The unit, I received in less than 2 days, failed to run successfully my backups on 3 different MACs. The first level support wast great. Then, my call has been transferred to a Senior Advisor. My backups were starting, but failed after backing up between 1.2GB and 24GB out of 134GB. The configuration of the Time Capsule was exactly the same as the original unit and the configuration of our 3 MACS has not been changed in the 2 days. Hey Senior Advisor : 1 + 1 = What?

    I explained to him our setup and he tried to convinced me that the Time Capsule has to be the gateway. My business has another gateway (the enterprise firewall). So, I setup an stand-alone network to prove my point. I have 34 years of IT experience in software engineering, SAN, Backups, Networking and Security in very large corporation and I had the impression to deal with someone who read the Apple for dummies and tried to do things that could work with a beginner.

    When I finished my test and redo them 2 times, I call him back few time, send emails, call another support person that she confirmed the Senior Advisor will call me back. I was at my office the whole Saturday until 9:00 PM and no call or email.

    I will continue to buy Apple PCs or laptops because of they are more reliable than Windows, but I will never buy again Apple storage or any components my business will depend on.

    I like very much, but they are not ready for enterprise yet. I was expecting that Senior Advisors will be more professional. If I had an employee not responding to one of our customers, he/she will be fired on the spot.

    Business User 5/15/10 9:37PM

  • Apple has probably the worst help i have ever seen, I called and talk to apple support and they were a great help but when i got to the store they told me they have to be able to see the problem on spot, My iphones problem is that sometimes it turns itself off, Sometimes it dont even turn on and it freezes. I told him what was wrong with it and that i would drive an hour to the store just to exchange my excelent condition iphone for a new one. The guy was a complete dick and told me sorry he could not fix my iphone. I only have about a week of warrenty left and he said he suggest i buy apple care. ( NO THANK YOU). I will probably just end up selling my iphone.

    suttonkid 5/4/10 9:18PM

  • horrible, My macbook pro came with a scratch - which at first i thought was just a wielding point, which is ok. Then on closer inspection, i thought it was a crack - so i went to the apple store, still fine - find out its a scratch, which I was thinking ok, since it's a new product, it should have been flawless. I mean, wont you return your nike if you found that the sole werent glued to the upper properly? All i want was a simple exchange - Plus the dvd region was set to china, sign of refurbish mac? All i got was - you can return it and buy it again, meaning i have to pay an extra $179 for YOUR lack of quality control?

    I am going to call the customer relation on monday. Apple was known for its' excellent customer service, which has drawn me to getting this macbook, and now i have this scar on my macbook that will serve me as a reminder of how uncooperative apple has been over THEIR inferior build quality - saying it's only cosmetic. Again, you wont keep a brand spanking new nike that wasn't glued on properly would you?

    Shame on you apple

    Anonymous 5/1/10 7:40PM

  • Absolutely worst customer service ever, I will never buy an Apple computer ever again. I was told I would get a return phone call and they have never called me back. They do not help out at all, and just say there is nothing they can do unless you send in your item and pay ridiculous prices for them to fix something that was a problem with the computer when they made it. My keys on my computer melted after being out in the sun for about 30 minutes. Worst thing, it was only 75 degrees out. Apple said it is considered "an act of God" and is not covered under warranty because it is an accident, so of course they want me to buy an entirely new computer, instead of them just replacing the keys. They said they can't do this, even though the keys can definitely come off, and just as easily put new ones back on.
    AWFUL JOB APPLE, YOUR CUSTOMER SERVICE IS THE WORST THING EVER, AND YOU DO NOT CARE AT ALL ABOUT YOUR CUSTOMERS, JUST ABOUT SELLING A $1400 COMPUTER AND THEN BEING DONE WITH YOU.

    RTNOLES09 4/30/10 4:39AM

  • disgraceful customer support system. No live personnel that you can talk to. Apple might sell themselves on their products because they sure as hell would not win points on customer service. I have been billed for applications I have NOT bought or downloaded and they are telling me to look at my purchase history its there. HELLO? Maybe a system error on your end. I definitely not purchase these stupid apps.

    OH they make me so angry that I can't get this resolved.

    fed UP 4/22/10 3:46PM

  • iphone warranty issue
    couldn't drop off at store for assessment
    next genius appointment >1week
    advised to standby indefinately in store
    have spent >$10k in last year at this store to be treated like a child???
    will vote with my feet & not buy from apple store @ robina, australia
    they have burnt this client.........

    th 4/21/10 5:10PM

  • Worst customer support I ever received. Try to find out any billing information and you get passed on from one office (Starting with their headquarters) to technical support via email. Told there are absolutely no phone numbers available for billing support. I email tech support, get a call and then the agent hangs up on me. He had that "matter-of-fact" attitude and when I pointed out he wasn't as "matter-of-fact" as he thought he hung up. GREAT JOB APPLE!

    Anonymous 4/5/10 9:37AM

  • I had an issue with them allowing someone to access and change all of my account information...ID/PW/EMAIL/CREDITCARD...the lack very basic security protocol of notifying the account holder when changes are made...this is a world class operation? I dont think so - when I requested they investigate and determine who did this, they said they would only do so if compelled by a Police request or a supena! What are they thinking of - they are acting like they are the only show in town and that ended about 12 months ago...can you say AMAZON - 30-40% cheaper and seamless intergration with the IPOD...I made a very compelling case that this was very likely an "inside" job by an Apple employee and they could care less!

    thecommish58 3/29/10 3:27AM


  • I recently had an unauthorized use of my iTunes account. I changed my password, but it was again used without my authorization. I changed my password again.
    I then Emailed iTunes saying that my account was used without my permission, and asked if they could look into why the password change had not prevented another use. Their reply was: “sorry, I suggest you change your password”.
    I replied that I had changed my password, and would like some additional information such as what password was used the second time to try to figure out why this second use had occurred. Their reply was “sorry, I suggest you change your password. If you have further questions you must contact your credit card.”
    I replied that iTunes was indeed an authorized user of my credit card, it was my iTunes account that had been compromised. Their reply was “sorry, I suggest you change your password and you must contact your credit card”.
    I then contacted my credit card, and they suggested that I file a disputed charges on the two charges, and iTunes should provide some information on the charges. I did dispute the charges on their advice. The information from iTunes was only that they were an authorized user of my credit card, and that the account had made purchases on the dates in question. No information of any value was conveyed.
    I, unrelated to this situation, then tried to make a purchase in iTunes, but my purchase was denied due to my “credit card information”. I then Emailed iTunes again asking what was going on in my iTunes account. The reply was that my credit card had been deactivated. I was never informed of this, I was just simply denied access to making purchases at Apple.
    A representative of my credit card and I spent 1 1/2 hours on the phone with iTunes trying to get some more information out of iTunes as to how or perhaps who (what computer and/or password) had made the charges on my account. Further, why was my credit card cut off without notification. We were finally told by an iTunes representative that they don’t provide any such information to consumers or anyone else.
    As the person who pays the bills on my account, I feel that I have a right to some information about the purchases I paid for, yet iTunes feels differently. Further, one has to wonder about the business model of a company that removes customers from their base simply for trying to get information about the purchases he/she made.
    I currently have no way to make purchases from Apple because my credit card is deactivated (I maintain only one credit card). I have always paid my bills, and disputed the charges only in an attempt to obtain information. I have been an Apple customer for many years, but I find it very offensive to be treated like a dishonest teenager trying to swindle a couple songs from iTunes.
    As I look to upgrade my 5 computers, and phones this summer, I have two concerns. First, I have no ability to purchase from Apple since my credit card is deactivated. Secondly, and more important, am I going to continue to be treated like I was an annoyance rather than a customer? While I feel that Apple provides excellent products, I will overlook some deficiencies in other products to avoid being treated with such indifference.

    wwpjrslc 3/27/10 12:24PM

  • Since this is the freakin' 21st century - why can't anyone easily obtain Apple 24/7 tech support via an interactive phone call (remember those?) with a live technical expert? I'll pay for the call. I'll pay more for the freakin' device. Just give me the proper support. I work always during Apple's lame 6am-6pm PST timeframe, so I don't have time to call during THEIR hours of convenience for help with my issues. Isn't Apple a global company, serving global customers according to the needs of the actual customers? WTF?

    Very freakin' annoyed.

    T Westberg 3/24/10 9:18PM

  • My iphone/ iphone usb cable have passed a virus three times, 3 times!!! to my work/home computers. It's been happening since I was asked by apple did I wish to update my software on the phone last a wk ago. The phone stopped responding and I then had to wipe it and restore to factory seeings. Since then each computer I have plugged the phone into has contracted the same really sinister virus. I called apple customer care and they refuse to believe the phone has any link to it, even though this has happeneed each time after hooking the phone to the different computeres! Apple software is totally impervious to any problems or virus's they told me, it cannot possibly be the phone, I now have to bring it to the shop I bought it in, ask them to hook it to their computer and see if the same thing happens again,(so they will prove to me it is not the phone) is this apples idea of customer care???! Bollix!!

    palehecate 3/5/10 4:03AM

  • I have had same problem, however my iPhone 3GS you cannot hear anything (nor can the person you called) The volume has just completely gone or now and then comes back and then vanishes. Also I get a crackling sound (kind of an interference sound) a lot. My handset has just been returned to Apple - which if I am honest has been a joke in itself.
    Called to report fault - hard a terrible time understanding this representative (obvioulsy based in a foreign country), told that my handset may be just replaced as its a common fault and to wait for UPS to call me within 2 days to collect handset. That didin't happen, call apple back, again told to give it a day or two, so again I waited... again... not a call. Call apple back, an english gent advised I had been wrongly advised. I myself had to call UPS once my return label and handset return packaging had been received by me. Ok, fair enough I waited for the package to arrive - nothing. Yet again called apple and again was told packaging is on its way. This time it did arrive 7 days after my initail call.
    I called UPS and arranged collection, but even this took me four attempts to get through and to be greeted by a rather rude unpleasant lady didnt help either. Then the Driver turned up (to be fair to UPS, extremely fast..2hrs!!) but because I did not have any slip to prove I had given it to him, I ran into the house to get booklet for him to sign. He wasn't happy as he seemed rushed and I was being a pain for asking for his signature. "You don't need a signature" he said.. I replied on a £500 handset I think I do!!
    Hows that for Apples fantastic after care... my goodness I do hope the overall experience improves!!

    jotei66 1/22/10 4:44AM

  • Apple used to be a good company until they partnered with ATT. This was the biggest mistake ever. ATT coverage sucks soooo bad! Apple isnt any help either when I need a replacement phone....PLEASE APPLE...GO TO SPRINT with their 4G network!!! PLEASE!!!!!!!

    Anonymous 1/19/10 11:44PM

  • I love my iphone but service and tech support are not convenient and it is true about the dropped calls and dead spots due to at&t's coverage. Having to make an appointment to speak to someone in an apple store to ask a question is crazy too. "walk ins" are definetly not welcome.

    Anonymous 1/7/10 7:31AM

  • Apple UK support staff (based in Cork, Ireland) have very little interest in resolving customer issues. So far, they have tried every trick in the book to absolve themselves of responsibility for the errors of their appointed contractors that do repairs for them for products under Apple warranty - a laptop in my case. There seems to have been a definite turn for the worse in their provision of customer service since I last dealt with them some 18 months ago.

    VenDewalt 1/6/10 1:20PM

  • I have never had as bad an experience with a company before. The Apple stores are completely unhelpful and discourteous. I will never by another Apple product as long as I live

    Harriet 1/2/10 2:17PM

  • WHY DO THEY NOT HAVE 24/7 TECH SUPPORT EVERYTHING ELSE IN THE WORLD DOES!!!!SOME PEOPLE AREN'T AVAILABLE FROM 6-6 !!!!I DID LOVE THE IPHONE AT FIRST BUT ILL BE GOING BACK TO MY BELOVED BLACKBERRY NEXT UPGRADE!!

    Anonymous 12/6/09 11:23PM

  • The hard drive on my MacBook recently failed. I had it replaced at a local Apple store. I was told that if I had lost any music downloaded from the iTunes store to simply call Apple because they are very good about replacing lost downloads.

    I called Apple, explained that I had lost downloads purchased at the iTunes store when my hard drive failed. The first guy said he would connect me to someone who could help, then put me on hold for about 10 minutes. Finally, a second guy picks up. I explain the above and he tells me he cannot help me with my iTunes issue. This second guy says hold on while he researches my issue. After 20 minutes, I am still on hold listening to bad music!

    What an AWFUL experience! I never got my downloads replaced.

    LtermMacUser 11/29/09 11:37AM

  • I agree with the post below. The iphone is a great device but almost unusable because of AT&T's network. Here in Atlanta, its nothing but dropped calls. I was in LA, San Diego and San Fran, last week and counted 41 dropped calls over the course of 5 days. Apple blames it on AT&T, AT&T doesn't care. I will NOT renew my contract, and might have to break it.

    Anonymous 11/23/09 11:00PM

  • is everyone who owns an apple product out of their minds???? Why would you bring your broken product to an apple store only to be told that you need to make an appointment for some other date, because no one is available for technical advise?? Why would apple have to set up an appointment if there weren't so many complaints and returns? I find it offensive to have to waste my time and energy to travel to their stores on many occasions for them to back up their product---Maybe. if they see fit, according to technical assistance. I will never buy another apple product as much as my kids think they're cool. Let someone else waste their time.

    linda 11/19/09 2:05PM

  • My second time coming to the store to ask a support related question.
    the first time was a breeze. the staff new exactly what i needed to do, and POW, problem solved!

    This time i went in and said, "i hit print, and it froze, i was unable to get it to unlock from that position." The staff said i needed to make an appointment and come back later that nite 'cause he did not know. 8:30pm. I told him i had to borrow a car to bring in my 24" imac. i got there late...8:40pm, only staff there to help started his 8:45 appointment already. my fault.
    It would be nice if the staff were a little more flexible. I would gladly have waited, to see if they could verbally give me some guidance to work on it on my own. Instead it was simply, " drop it off with us" or bring it back tomorrow. My borrowed car will not be available, so i just took it home to figure it out myself.
    (tried to call them on my way in to let them know i was running late)

    jkoffman 11/3/09 12:59AM

  • basically hire "babysitters" as customer service reps and you have to wait to talk to people who actually can do something about your hardware issues. right now i am at 58 minutes and counting.

    Anonymous 10/22/09 6:20PM

  • HORRIBLE CUSTOMER SERVICE... have called in multiple times for issues regarding my ipod and macbook pro and have experienced having to call at least 3 times for each problem while being on the phone for a MINIMUM of an hour each time.. seems like their basic level customer service people do not have the authority or know-how to solve any of the problems

    Anonymous 10/22/09 6:14PM

  • I have been on hold for 43 minutes and counting with Apple's technical "support". The first rep was friendly, but seemed completely incapable of providing any real help. I thought my questions were pretty straightforward regarding upgrading iTunes, but I found little help with their online support, and now even less when calling. Hopefully the next person that picks up the phone can be os assistance.

    kevinw 9/25/09 4:47AM

  • Submit your comment >>
  • POSITIVE EXPERIENC: Issue with system installation on a Macbook. On hold 3-4 minutes before initial contact. Rep was courteous and knowledgeable walking me through my problem in about 7-8 min.

    mtl4059 8/10/10 9:15AM

  • The tech guys knew everything I needed them to. they picked my problem till they got the exact problem that was causing it. great support. Do with they had 24/7 support but I'll live with 6-6

    Unknown 6/29/10 12:00PM

  • Apple does have good support compared to most companies these days. Not everything will always go perfect and not everyone knows everything. And you people who complain they make you pay for support on your 5 year old computer, just because you paid $2000 does not mean you have lifetime support ha but you can get off your high horse and take it to the genius bar for free support

    keithbrakebill 5/23/10 2:12PM

  • People are haters around here. Apple Tech Support is great! # 1 for years. The iPhone actually a great product, but service wise it is a bit lacking.

    Computers have issues, wether Apple or Sony, or Dell. Computers will have issues. Sometimes it's just a matter of customers not knowing how to talk to tech support. Work with tech support, and they will work with you. With these attitudes I don't think you'll get what you want.

    NinjaCorndog 5/19/10 2:53PM

  • When I purchased my 24" iMac a few years ago, I was prepared to make a purchase on the spot, having done weeks (probably months) of homework. The transaction could have been done in a few minutes. But no one was available to help me. I was a little perturbed, especially since I was about to shell out a sizeable amount of cash. But it was a Friday, late summer, when all the kids are at the store. Anyhow, what went from a so-so experience went to a great one due to Apple's mistake. You see, Danbury CT Apple accidentally sold me the 21" iMac. I didn't realize it until I walked out. I promptly returned and explained the problem. The problem was immediately rectified, and I received a discount of an additional $90 for the inconvenience they caused. Added to that, I utilized the education discount, received a free iPod Touch, free printer. Overall I saved around $550 by using my education discount thereby receiving all the perks and discounts. Love my iMac, and my iTouch. Its the 1st Generation iTouch, and still going strong.

    TheyCallMeMcGyver 5/3/10 5:46PM

  • Support staff are knowledgeable. If you have a hardware problem, however, it's best to make an appointment to see a "genius" at an Apple Store.

    Anonymous 2/2/10 10:33PM

  • I have had 3 excellent interactions with Apple customer service. Never on hold, always get a human. The reps are very helpful. I've had to ship my macbook from VT to TN for repairs and machine is back within 2 days. Parts that I didn't even ask to have fixed are replaced! The customer service is second to none.

    neilf23 1/20/10 8:16AM

  • I had a EXCELLENT experience with apple canada. i had a simple problem where my speaker in my iPod Touch 2G was very low in sound due to a Mfg defect. i called in waited about 5 minutes the customer service people are very courteous and friendly, he supplied me on the spot with a FedEx tracking number, the box arrived the next day, i put the device in the box, sealed it up, called the FedEx guy to get a pickup, which i also got a tracking number, my ipod arrived late the following day. So in three business days, i got my ipod replaced for a new unit. "it didn't cost me a cent", considering the $120 i paid for a 16GB off of craigslist* haha,

    Overall my experience with apple's customer service was excellent. I would buy apple over any other leading portable music or computer mfg..

    Adam sotnaS 1/3/10 11:54PM

  • We unfortunately have to buy these computers for the design oriented employees in our company. The hardware frequently breaks on the iMacs (logic boards are faulty and fail). Apple requires that the hardware fail 3 times before they are willing to replace the computer. Fortunately this usually occurs within 1-2 years so the computer is still under the apple care warranty. Unfortunately it means that we waste weeks worth of time waiting for them to fix the machines while they are down.

    On a more positive note, I am able to reach Apple customer service without much difficulty, they are always friendly, seem willing to solve my difficulties, and are knowledgeable. The representatives from the company have also informed me that they are aware of the frequent logic board failures on the imac. I wish the company would just solve the problem instead of simply replacing a faulty board with another faulty board which will fail 1 year down the line.

    annoyed71 11/17/09 6:27PM

  • had a problem with my iphone, the service tech at the store not all that friendly, a bit arrogant, but in the end what mattered was the sales people in the front. Very nice and very helpful. He held up to the positive customer service that Apple is known for. I was pleasantly surprised of the outcome and will continue to purchase Apple products!

    bubbles 9/29/09 12:41PM

  • Excellent Service, very friendly.

    Anonymous 9/28/09 12:58PM

  • Customer Service is the nearly secret treasure of working with Apple - if the public as a whole could get a taste of the difference between the service provided by Apple and the service provided by nearly every other big-name tech company (and I've worked with many), there would be a mass exodus from the PC world to the Apple world on that detail alone.

    Anonymous 9/23/09 2:53PM

  • Great company! Very friendly people!
    Microsoft should learn something from them.

    bones439 9/21/09 7:49PM

  • Apple Computers Customer Service is the best! I've never had an employee who is rude. If your specialist can't fix your problem they immediately bump you to the next level of service. In 20 years of using Apple computers I've only had one instance where the problem couldn't be fixed!

    Ameaux 9/4/09 9:47AM

  • Extremely nice and helpful.

    zallaz 8/20/09 11:50AM

  • Wow! This is what all companies should strive for.

    zonefish 8/20/09 7:33AM

  • Always english customer support, and always knowledgeable. I may be a PC fan but these guys know tech support. (I have a iPhone 3G).

    Neckername 5/23/09 8:57AM

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  • oh and actually mr anonymous apple support advisors all have an apple computer to use at work at least. I would know working for them. We don't just read from a script if we don't know how to solve everything we research the issue on the spot so you may get people who aren't any good at that. Anyone could figure out how to trouble shoot there computer if they knew how to use google. There are not a lot of reasons people should have to call.

    kwb 7/7/10 10:51AM

  • This was the worst employment experience of my life. Incompetent management and discriminatory practices.

    I would not recommend that anyone I know work for Apple

    Moof 1/2/10 2:20PM



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